Business Operations Associate

About us

Pet Proactive is a rapidly growing pet insurance and data analytics business on a mission to improve pet health in the UK and beyond.

Our business model is unique. We partner with outstanding independent vet practices and leverage their medical records to drive our insurance processes, making everything quick and easy for their customers.

Pet Proactive was founded in 2019 when our founders, Alex & Liz, set out to re-think pet insurance to make it fairer, more affordable and fully transparent for pet owners. The business has expanded to over 100 veterinary sites around the UK and Pet Proactive processes data on over 1.4 million cats and dogs.

We are now looking for an exceptional Business Operations Associate to join our small team of animal lovers who are experts in pets, technology and insurance.

Could this be you?

About the role

We are seeking a highly organised, detail-oriented, people-person to to join our dynamic team as a Business Operations Associate. The role involves daily interaction with pet owners & veterinary practice teams.

When helping pet owners, primary activities include providing information about the insurance products, helping customers to access prices, buy insurance or process a claim for their poorly animal.

The role will handle and resolve queries from pet owners and veterinary practice teams, these will include common queries, where a standard process is followed, through to more complex and less common queries that will require excellent problem solving.

Responsibilities

• To become an expert in our insurance products and automated platform so you can effectively handle and resolve customer and vet practice queries.
• Monitor the support email mailbox and telephone hotline, taking ownership of customer queries through to resolution.
• Perform daily checks on our website, phoneline, support calendar and email to ensure any issues have been resolved.
• Prepare and gather information required to process claims and medical reviews.
• Outbound calls to follow up with prospective customers .
• Manage the itinerary of material and electronic marketing that is distributed to vet practices.
• Develop and maintain strong relationships with veterinary practice staff.
• Support veterinary practice staff with onboarding and training.
• Partner with the technology team in the identification and implementation of automated solutions to manual processes.

Requirements

• Extremely well organised.
• Tenacious, with strong problem-solving skills.
• A people person, who enjoys speaking to customers over the phone.
• A team worker and results oriented.
• Strong attention to detail.
• Proactive and hardworking.
• Excellent written and verbal English communication.
• Passion for delivering high standards of customer service.
• Working knowledge of Microsoft Office applications including Teams, Outlook, Excel, Word and PowerPoint.
• Able to empathise & flex to speak confidently to a diverse range of people.

The Interview Process

We will shortlist candidates for interview in the week commencing 5th January.

Initial interviews will be online via Teams video call with Liz (co-founder) and Libby (business operations associate). Shortlisted candidates will be invited to our office in Croydon to meet the team and for a practical assessment.

We expect to complete the process in January.

Job Types: Full-time, Part-time

Pay: £28,000.00-£31,500.00 per year

Expected hours: 40 per week

Benefits:

• Casual dress
• Company events
• Company pension

Application question(s):

• Describe why you think you would do a great for us in the role.
• Describe what you think you would enjoy the most about being part of our small team.
• Describe the most interesting thing that has happened to you in the last 3 years.

Work Location: In person

Application deadline: 31/12/2025

Expected start date: 26/01/2026